Smash Casino confiscated my 7,875€ after letting me play normally with a bonus
I had an issue with Smash Casino (smash1.casino) and I want to share my experience to get feedback from others.
I created an account and deposited money to play, mainly Blackjack in the live casino section. A bonus was credited to my account and I started playing normally. At no point during my sessions did I receive any clear warning or restriction from the system indicating that I was violating any bonus conditions.
After some time, I continued playing and later the bonus was shown as cancelled in my account. When I requested a withdrawal, the casino confiscated my winnings (7,875 €), claiming I had violated bonus terms (live casino play and maximum bet rules).
What I find concerning is that:
I was never clearly stopped or warned while playing
The system allowed me to continue playing without restrictions
The decision to confiscate the funds came only after my withdrawal request
My account was later disabled, preventing me from accessing my full history
I also contacted their live chat support. Instead of receiving clear explanations or help, I felt that the interaction was unprofessional and dismissive regarding the situation.
I have since opened a dispute through an ADR process to review the case and request an independent evaluation of the logs and bonus conditions applied at the time.
I would like to know if anyone has experienced something similar or has advice on how these cases are usually handled.